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Activity:
164 views;
last activity : 07 06 2010 20:18:09 +0000
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Power of Zero-Based Strategy
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take utmost care
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Stability
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touch your customers at regular intervel of times
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Customer Retention
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Perception Gap
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Make feel the clients as they r the part of the company
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Customer is the reason for your existance
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Attitude
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The power of zero-based strategy, the ultimate answer. Zero-based budgeting starts from the assumption that the company doesn't need the activity under scrutiny. Zero-based strategy starts from the assumption that nobody needs you or your business. The question is this: if you were a wholly new entrant in the sector, what would you do to win and retain customers - in effect, what would you do to beat yourself? That is a revolutionary mind-set. But it is also the way to win.
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Yes. This should be the way to go. Remember that the customer is not a window that one approaches after the sale is done. The customer is the omnipresent element in any business and the Zero-Based strategy would assist in giving importance to this omnipresent entity.
There has to be an interface at all stages of your business strategy. Remember that the company's strategy is nothing if it does not include the customer's strategy as well. So as the customer is an integral part of your strategy, there has to be a constant touch point across all phases to hear the Voice of the Customer (VOC) at regular intrevals and at appropriate levels.
It is not just the sales people who irk customers, it is also the support folks, the managers, the delay in schedule etc that irks them and all these interaction points have to be considered before arriving at an optimal and justifiable strategy for capturing customer satisfaction.
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being with service industry i think that one should concentrate on after sales activities because a satisfied customer can give you new customer for your product.just we have to transfer trust by delivering a unique aftersales service |
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The exchange Websites simply publish details of all supplies available in a given sector charging a relatively small commission on the trades. Conventional suppliers are plainly under great threat from the Net. That is where Fanaticism comes in. It demands the exercise of self-challenge. If you don't challenge your customer strategy, somebody else will, a new competitor. Never stop looking critically at your business, and changing it radically if need be. Stability is far less important when customers are volatile. If you don't stay with your customers, they will not stay with you
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Right, but then how successful are these web exchanges? What do you think the future will be for these exchanges? are these not high cost, high leadtime projects to venture in to? A private exchange is more stable to a public exchange isnt it?
Please tell me your opinion.
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by doing so, you can retain in their brain, if there's naything croping in theri brain, could be well washed before it ripes. |
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yes you are right , i think only touching will not solve our problem we should prove it through our service also customers will be more delighted
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Retention is directly tied to Customer Satisfaction Approaches: 1. Frequent Shopper Programs 2. Special Customer Services 3. Personalization 4. Community
Next important thing is Converting Good Customers into Best Customer Dealing with Unprofitable Customers
Kindly let me know if u need more specific information for each point how it is related to Customer Satisfication.
Also above leads to implementation of CRM program Regards Mihir Kumar Jhaveri, PMP, CSCM Senior Manager |
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Yes Sir can you explain how the points co-relate to the customer satisfaction, it will be really helpful...if you throw light on the subject...
Thanks & Regards'
Jitena kumar...
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Listening to the customers, hearing 'What they say' is vital, essential guide to setting and meeting quality standards and achieving excellent and vital customer retention, talk to people in unstructured, anonymous interviews to investigate the 'perception gap' between what top managements believe to be true, and what their 'constituents' actually think (customers, employees, managers, suppliers, opinion formers). The perception gap is always great - far too great for any kind of comfort.
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Customer is everything for any company that exist. Mostly there r many companies where , we can see that salesman just tried to sell their products to them. they dont believe in after sales satisfaction, training of sales department is must sothat they can also be loyal to customers. Treat like a part of family with customers, let them feel that company is their own, they r its part. But recently in the pressure to achieve the sales target everyone forget the rights of the customers, they just want to sell the product at any cost. Suppose take an example of insurance sector, there r about 70% insurance agent who r just in the pressure to achieve their targets, and in this pressure they r ready to sell the insurance policies to their clients by any reason, they dont bother about servicing after sales, very soon they join another company of they leave the company, but poor customers keep searching the agent with who they bought the policy. No after sale service. U ask to any person that oh r u doing job in insurance sector, he will reply ya friend , so much pressure , so much targets, now i wanna leave this job, but i m not enough educated so i have to join the insurance sector. Come to the telecom sector- Who interacts with clients ? It is sales executive, they have pressure to sell the postpaid connection , otherwise boss will fired them. so they start to make new new tricks, - sometimes they make fake proof of past dated bill , they just make the fake bill of previous month on the name of new clients and shows that his past billed amount was 1000 rs, so now they make discount 500 rs securities for the clients. so many fake documents, but in the last, customer is fooled . Sales target is ok, but it should be in limit. Customers is not just a deal, i think this is everything for the company. so we should behave good. Staffing and recruitment process should not just on the condition of sales target, it should be on qualities, leadership, knowledge . Targets r good, it is good to develop the capabilities of a employee, but it is used in wrong direction. I would like to add that we should let the customers feel that they r the part of company , they r the member of company, after sales service should be on time, make the relation with clients not just to sell the product, but aware them and teach them, and let them make the proud that woooooow this company is cool , thanks |
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Customer satisfaction is a given these days. To be a customer, one has to be satisfied with the services and products consumed, otherwise there are several options available in the marketplace today. Organisations have to build in culture and values around customer delights in every step of business. To satisfy ones internal customer goes a long way in building a healthy customer friendly organisation. This sometimes surmounts to excellence within one's workplace ensuring things happen on time, at the given quality and cost.
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In most service oriented industry including Banks where the customers are treated like dirt due to wrong attitude of persons at front desks. Walk into any private bank and try getting some help for your problems, these are shameful examples of our service levels in our country. No one knows how to solve a problem. Request for any change in your account features the only answer you get is some problem in system, close the account and start a new account. New Account targets are the driving force there not customer service levels. |
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